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Computer Systems Support Analyst

2 months ago

Jacksonville, Florida, United States Aleknagik Technology Full time
Position Overview

Aleknagik Technology, LLC is in search of an On-site IT Support Technician to provide assistance at Naval Hospital Jacksonville (NHJ).


Key Responsibilities:

  • Deliver daily technical support to NHJ personnel through the installation, troubleshooting, and maintenance of both networked and standalone computing devices. This encompasses all workstations, mobile devices, printers, and software applications.
  • Manage service requests related to computer issues, domain access, and shared drive/printer mapping. This includes resolving problems remotely or conducting on-site visits as necessary.
  • Conduct scheduled installations of hardware and software. Responsibilities may involve configuring and setting up new or replacement computers, network printers, and scanners. Assist users with Common Access Card PIN resets and initial troubleshooting of multifunction devices.
  • Configure, administer, and troubleshoot end-user devices for both LAN and remote access, ensuring secure connectivity through both wireless and wired connections. This includes desktops, laptops, tablets, and mobile devices.
  • Oversee iPhone user accounts and address any issues related to iPhone devices.
  • Maintain an accurate inventory database for space, assigned, and emergency Apple devices and accessories. Resolve customer application, printer, or hardware issues within one hour for minor problems, while more complex issues may take up to 72 hours. Ensure immediate resolution for all patient-impacting service calls by the end of the same day.
  • Engage in thorough troubleshooting and problem analysis daily, documenting all actions in the NHJ Trouble Ticket system.
  • Implement software patch upgrades and hardware driver installations as required.
  • Document workload, outcomes, and any issues related to job performance.
  • Responsible for deploying new or upgraded operating systems, applications, or other software as necessary.

Qualifications:

Minimum of four (4) years of experience in:

  • Providing tier 1 and tier 2 support within the Department of Defense (DoD).
  • Troubleshooting mobile devices, including tablets, smartphones, and other handheld devices.
  • Resolving issues with printers, multifunction devices, and other networked equipment.
  • Delivering remote support using tools such as Dameware and Hyena.
  • Utilizing trouble ticket systems like the NHJ Trouble Ticket system, Remedy, or similar platforms, along with the necessary documentation.
  • Troubleshooting, maintaining, and replacing Cisco switches and routers.
  • One (1) year of experience with thin client/zero client solutions, such as Clinical Desktop Program (CDP) or Dell Wyse Client.
  • Must be a US Citizen with an Active Secret Clearance.
  • Security+ CE (enrolled in CEP) Certification is required.